Associate Director, MSSC
22 hours ago
The Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center. This includes ensuring that a team of cross-trained staff provide high-quality service to visitors in-person. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift staff resources and provide stronger support during peak times of the year.
The Associate Director ensures that staff are following documented policies and procedures and is the first point of contact for partner office management. They are responsible for hiring, training, mentoring, supervising, and providing direction to 7 FTE staff members.
Responsibilities- Manage the day-to-day operations of the MSSC in Fairfax and Arlington, focusing primarily on in-person services with a secondary focus on virtual services.
- Ensure that all MSSC staff in all channels of service are providing consistent, accurate information to visitors and are meeting customer service standards.
- Professionally address, counsel, and resolve escalated cases and problems referred by MSSC Generalists and other Partner Offices.
- Serve as the primary point of contact for critical updates, deadlines, or other important information to be disseminated to the MSSC team.
- Use real-time and historical data in Salesforce (CRM) to monitor staff performance, make informed decisions, improve business processes, visitor experience, and provide reports to management.
- Interpret university, state, and federal policies and procedures.
- Exercise professional judgment authority to implement changes and make exceptions to MSSC policies without supervisory approval.
- Maintain an expert-level of knowledge for all areas served by the MSSC.
- Bachelor's degree in a related field or the equivalent combination of education and experience.
- Professional staff supervisory experience.
- Experience working in a customer service setting/operation.
- Experience working in higher education or within an educational or related field.
- Experience working with a diverse set of stakeholders.
- Experience using data to make informed decisions.
- Demonstrated customer service and conflict management skills.
- Demonstrated skill in exceptional written and verbal communication.
- Demonstrated exceptional interpersonal skills with the ability to work creatively and collaboratively with internal and external constituents.
- Skilled in technical troubleshooting and the ability to research complex problems.
- Ability to manage change effectively.
- Ability to perform work with substantial attention to detail.
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Associate Director, MSSC
2 weeks ago
Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director is responsible for overseeing the day-to-day operations of the Mason Student Services Center (MSSC). This includes ensuring that a team of cross-trained staff provide high-quality service to visitors in-person. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift...
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Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery.Under the guidance of the Director, the Associate Director assists with staff development for the unit, co-leads Center assessment...
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Virginia Beach, Virginia, United States Virginia Jobs Full timeAbout the PositionThe Associate Director, Student Support and Advocacy Center, reports to the Director for the SSAC and provides direct supervision to the areas of sexual and interpersonal violence and substance use and recovery. This position is responsible for assisting with staff development, co-leading Center assessment efforts, providing SSAC...
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